Telkom landline - cable theft - no resolution

Very dissapointed with Telkom, my grandparents Landline is not working for about a month now and Telkom is not doing anything to resolve it. A fault was logged, nothing was done about it. I called just over 2 weeks ago and I was informed that there was cable theft in the area and they won't be replacing the lines, we'll have to get a home telephone with a SIM card. I went to a Telkom store 2 weeks ago, I was informed that I need to bring my grandmother there with her ID for the phone to be issued. When I brought her back, they refused to give us the landline saying that they needed some request from Telkom to do so and wasted my time. My grandparents are old and have no means of contacting us. We've provided them with a cellphone but they cannot use it as it's not simple enough for them to work with. The Telkom store said they'll be in contact with my grandmother, but if she doesn't have any means of being contacted with, how will they contact her??? This is going on for too long, she is paying for this service, she is old and they are sickly, this problem needs to be resolved with utmost URGENCY.